Webcast - Launching a National SMB Technical Support Service Business: Best Practices

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The market opportunity for delivering technical support services to the small- and medium-sized business market is sizable. Parks Associates forecasts that U.S. revenues will grow from $9.6 billion in 2011 to more than $20 billion by year-end 2015.

The early market entrants in this space have experienced great success; however, the overall market penetration is still low and represents substantial opportunities for service providers to launch national SMB technical support solutions.

This webinar examines best practices for launching a national SMB technical support service, focusing on these questions:

  • What is the appropriate mix of services to offer?
  • What is the appropriate combination of remote, call center, and on-site services?
  • What pricing models work best for the SMB market?
  • What are best practices in marketing technical support services to SMBs?

Speakers

Josh Clifford, Vice President & General Manager, Business Services, PlumChoice - "The SMB Guy"

As VP/GM of PlumChoice's Business Services team, Josh is responsible for managing our SMB partners, new product innovation, and managing the delivery of SMB services. Josh has extensive domain expertise with small business customers, having serviced this market for 10 years.
He was the Chief Operating Officer of Everon Technology Services LLC, purchased by PlumChoice in 2010, and brings experience as a successful business services leader. Since Everon's inceptions in 2003 Josh has been responsible for the Company's service innovation, scalable delivery model, and growth.

In his role as Everon's Chief Operating Officer, Josh has become widely recognized as an expert in business technology needs and solutions consistently appearing on MSP Mentors list of the top 100 most influential leaders in Managed Services. Through his leadership Josh has helped Everon become recognized as a leading provider of IT services to small and medium sized businesses nationwide. Everon is a two-time member of the Inc Magazine List of the 5000 Fastest Growing Businesses in America and a recipient of CRN's most innovative MSP list for 2010.

Josh holds his B.A. in Psychology from Skidmore College, and has a unique background that blends direct technology experience with strategic business initiatives; culminating in his progressive approach to technology and business services.

Kurt Scherf, Vice President, Principal Analyst, Parks Associates

Kurt Scherf studies developments in home networks, residential gateways, digital entertainment services, consumer electronics, and digital home technical support services. Kurt is the sole author or contributing author/analyst to more than 80 research reports and studies produced by Parks Associates since 1998.

Kurt joined Parks Associates following a career in political research and multi-tenant dwelling management. He earned his BA from The University of Iowa.

INDUSTRY EXPERTISE: Home Networks & Residential Gateways, Home Networking Media (Wi-Fi, UWB, HomePlug, HomePNA, MoCA, etc.), Media Center PCs, Set-top Boxes, Networked Consumer Electronics, Consumer Storage, Media Server Hardware and Software, Consumers and Digital Entertainment, Television Services, Broadband Video, Digital Home Customer Support Issues

 

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